Inst Cust Service

Compared to email or phone support, online chat is very convenient. However,  the technicians or the support staff  for online chat are not very proficient compared to email or support ticket staff.

Customer service is very time consuming and laborious, so many customer service agents do not bother to read the support requests, they just send template replies

The internet allows companies to provide support to customers anywhere in the world at a low cost.
To ensure good online customer service, companies must:
* develop a  suitable strategy
* use software which allows them to build-in data to understand customers, track their preferences, improve segmentation and build trust
* maximize service levels by tracking the response time, satisfaction levels of the customers.
* use the web to add value to their service
* Maximize the utilization of the information resources available to provide additional customer service such as status reporting
* Using the capability of the web to allow customers to configure and customize the products and services that they want  putting power back in the hands of the customer
* Being proactive in providing service
* Provide value added services.

Studies have indicated that some aspects of service on the web could be improved. These are:

* Many businesses are unresponsive and over 40% of the companies take at least a week to respond to web enquiries

* Few organisations have automatic response email which means customers are unsure whether they have reached an organisation

* Difference in the approach of online and offline businesses  - eBusinesses are much more responsive than offline businesses using the web as an additional sales channel. For example, more than 50% of internet travel companies responded to enquiries within six hours compared to about 10% of high street travel agents.

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